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Cherwell Service Management vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Apr 5, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
28th
Ranking in IT Service Management (ITSM)
26th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
90
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2026, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.7%, up from 0.7% compared to the previous year. The mindshare of JIRA Service Management is 7.0%, down from 10.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
JIRA Service Management7.0%
Cherwell Service Management1.7%
Other91.3%
IT Service Management (ITSM)
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Sohaib Ahmad - PeerSpot reviewer
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
"The most valuable features are problem management and change management."
"Its integration features, orchestration features, and discovery tools are the most valuable."
"The dashboard and the reporting functionality are the solution's most valuable features."
"We use the solution every day and quite extensively."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"JIRA Service Management is a very user-friendly solution."
"Everyone knows how to use it, so there's no need to teach new members."
"It is worth its weight in gold in being able to link everything together and have everything in one place."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"With JIRA Service Management, tracking requests is better, because users contact us through tickets, and we are also able to ask for feedback from the users more easily, for example, if our service was good, or if they have any issues with the solution."
"The solution has improved company functioning by providing more transparency, in my opinion."
"The most valuable features are the management tools."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
 

Cons

"Access is only available if we're on VPN."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Agile delivery should be supported."
"The support from the actual manufacturer is poor."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The solution could be more user-friendly."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"It is pretty complex to move between the test environment and the production environment."
"Some of the areas that could be improved are with the customizations."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
"The interface could always be updated and improved."
"The performance in cloud service management could be improved."
"With Jira, we were unable to implement time-based automation in its ticketing system."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"We need a license because we have a higher number than the free part."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"I price of JIRA Service Management is reasonable."
"Licensing can become quite expensive."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
"Jira Service Management has affordable license fees. It's $12 a month per person."
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Top Industries

By visitors reading reviews
Construction Company
11%
Computer Software Company
11%
Manufacturing Company
10%
Energy/Utilities Company
9%
Financial Services Firm
14%
Manufacturing Company
9%
Computer Software Company
7%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
 

Questions from the Community

Ask a question
Earn 20 points
What needs improvement with JIRA Service Management?
I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints. Regarding JIRA Service Management's API and support, the ...
 

Also Known As

No data available
JIRA Service Desk, Atlassian Jira Service Management
 

Overview

 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Cherwell Service Management vs. JIRA Service Management and other solutions. Updated: April 2026.
890,124 professionals have used our research since 2012.